What are chatflow triggering events?

Triggering events are specific conditions or actions that initiate a Chatflow, allowing for targeted and timely interactions with customers based on their behavior or requests.

Luca Micheli
Written by Luca MicheliLast update 1 month ago

Triggering events are the catalysts that set your Chatflows in motion. These events ensure that your automated interactions with customers are timely, relevant, and contextual. By defining the right triggering events, you can create a seamless and engaging customer experience.

Types of Triggering Events

  1. New Conversation Started: This trigger activates a Chatflow when a new conversation begins. It's ideal for engaging customers right from their initial contact.

  2. Recognized Intent (⚠️ Requires a Chatflow with AI Assistant enabled): This trigger activates a Chatflow when the AI Assistant recognizes a specific intent from the customer's query. Intents are predefined patterns that match certain customer requests or questions.

    • Use Case: When customers ask about specific services, such as scheduling a demo or requesting a refund, this trigger ensures they are directed to the appropriate Chatflow.

    • Example: Customer asks, "Can I get a demo?" and the Chatflow for scheduling a demo is triggered.

Setting Up Triggering Events

  1. Defining the Event Condition

    • Identify the Trigger: Determine whether the Chatflow should start with a new conversation or a recognized intent. This depends on the type of interaction you want to automate.

    • Specify the Audience: Define which group of customers the trigger applies to. This can be segmented by criteria such as subscription status, user type, or specific lists.

  2. Configuring the Chatflow

    • New Conversation Trigger: Set the trigger to activate for new conversations and specify the audience. For instance, you might direct all new conversations from non-subscribed users to the AI Assistant first.

    • Recognized Intent Trigger: Define the intents that should trigger the Chatflow. Provide examples of phrases or questions that represent each intent to help the AI recognize them accurately.

Example Scenario: Using Triggering Events in Practice

AI-First Support for Non-Subscribers

  • Trigger Event: New conversation started

  • Audience: Non-subscribed users

  • Flow: The Chatflow directs these users to the AI Assistant first. The AI Assistant, trained on help center articles and canned responses, handles their queries. If the AI Assistant cannot resolve the issue or the user requests human assistance, the conversation is escalated to a support agent.

Sales Demo Request Handling

  • Trigger Event: Recognized intent (e.g., "I want a demo")

  • Flow: When the AI Assistant identifies the intent, it triggers the Chatflow designed to handle demo requests. The flow gathers necessary information from the customer, schedules the demo, and provides relevant details.

Benefits of Chatflow Triggering Events

  • Relevance: Ensures interactions are timely and contextually appropriate based on customer actions or requests.

  • Efficiency: Automates the initiation of Chatflows, reducing manual intervention and ensuring consistent engagement.

  • Customization: Allows for tailored customer experiences by segmenting audiences and defining specific triggers.

Best Practices

  • Clear Definitions: Clearly define the conditions and criteria for each trigger to ensure accurate activation of Chatflows.

  • Regular Updates: Regularly review and update triggering events based on customer feedback and changing business needs.

  • Testing: Test triggering events to ensure they activate the correct Chatflows and provide the intended customer experience.

By effectively setting up and managing Chatflow triggering events, you can create a proactive and responsive customer support system that enhances engagement and satisfaction.

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